Refund & Return Policy

At SongAo Peptides, customer satisfaction is important to us. We are committed to providing high-quality research products and professional customer service. If you experience any issues with your order, our team will work with you to find a fair and reasonable solution.

Please read the following policy carefully before placing your order.

Eligibility for Refund or Replacement

Customers may be eligible for a refund, replacement, or other appropriate resolution under the following circumstances:

• The incorrect product was shipped.
• The product was damaged during transportation.
• The product arrived with visible packaging damage affecting its integrity.
• The order was incomplete due to our fulfillment error.
• The product received is significantly different from the confirmed order.

All requests are reviewed individually to ensure a fair outcome.

Non-Returnable Products

For quality assurance and safety reasons, we are unable to accept returns or exchanges in the following situations:

• Products that have been opened or used.
• Products damaged due to improper storage or handling after delivery.
• Products returned without prior authorization.
• Orders reported beyond the specified claim period.
• Products affected by misuse, unauthorized modification, or improper transportation after receipt.

Claim Period

If you experience any issues with your order, please contact our customer support team within 7 calendar days after receiving the shipment.

Requests submitted after this period may not be eligible for review.

How to Submit a Claim

To help us process your request efficiently, please provide the following information:

• Order Number
• Customer Name
• Description of the issue
• Photos of the product
• Photos of the shipping package
• Photos of the shipping label (if applicable)

Providing complete information allows us to investigate your case more quickly.

Inspection Process

After receiving your claim, our quality assurance team will carefully review the information provided.

The review process may include:

• Verification of order records
• Packaging inspection
• Shipping documentation review
• Product identification
• Communication with logistics providers when necessary

Most claims are reviewed within 3–5 business days.

Refund Options

Depending on the outcome of the investigation, one of the following resolutions may be offered:

• Full refund
• Partial refund
• Product replacement
• Store credit (where applicable)
• Alternative mutually agreed solution

The resolution provided will depend on the specific circumstances of each case.

Refund Processing Time

Approved refunds will generally be processed within 5–10 business days.

The time required for funds to appear in your account may vary depending on your payment provider or financial institution.

Order Cancellation

Orders may be cancelled before shipment.

Once an order has entered the shipping process or has been dispatched, cancellation may no longer be possible.

If you need to modify or cancel an order, please contact us immediately after placing it.

Customer Responsibilities

Customers are responsible for:

• Providing accurate shipping information.
• Inspecting packages upon delivery.
• Following recommended storage conditions after receipt.
• Contacting us promptly if any issue is discovered.

Failure to comply with these responsibilities may affect eligibility for refund or replacement.

Our Commitment

At SongAo Peptides, we value long-term customer relationships built on trust, transparency, and reliable service.

Every request is handled professionally, fairly, and with the goal of providing the best possible customer experience.

If you have any questions regarding this policy, please contact our customer support team.